Shipping policy

Processing time: Most in-stock items ship within 1–3 business days after payment is confirmed and order details are verified.
Weekend/holiday processing: Orders do not process or ship on major holidays and may be limited on weekends.
Custom, special order, and repair-related shipments: Lead times vary; any quoted lead time is an estimate and may change due to vendor/carrier conditions.

We ship using reputable carriers (e.g., UPS, FedEx, USPS) based on destination, item value, and package size.
Tracking is required on all shipped orders. We will provide tracking details once the label is created.
Delivery estimates shown at checkout are carrier estimates and are not guarantees. Weather, peak seasons, and carrier delays are outside our control.

To reduce fraud and prevent misdeliveries:

Customers are responsible for entering a complete, accurate, deliverable shipping address.
We may require address verification before shipping (especially on high-value items, expedited shipping requests, or orders that trigger fraud screening).
If an address change is requested after purchase, we may:
- cancel and refund the order (less non-refundable fees, if applicable), or
- require additional verification before reissuing shipment.
We do not guarantee reroutes after shipment. Carrier reroutes can increase risk of loss and may be denied at our discretion.

To reduce theft and “item not received” disputes:

We may require Signature Confirmation (and/or Adult Signature) at our discretion, especially for high-value items.
If a carrier marks a package as delivered (including signature proof), it is considered delivered.
If you need a “Hold for Pickup” arrangement, contact us before shipment so we can evaluate options.

We document shipments to protect both parties:

We may record serial numbers, take packing photos, and retain carrier acceptance scans and shipment weight records.
For guitars and other delicate gear, we use protective packing practices appropriate to the item and shipment method.

For certain shipments, we may use an Apple AirTag (or similar tracking device) to reduce loss and support recovery efforts.

Discretionary use: AirTags are used at our discretion on products/shipments we determine are higher-risk (e.g., high value, high theft risk, complex routing).
Purpose: AirTags are used solely to help locate a shipment if it is delayed, misrouted, or stolen.
Sharing with customers: If you have a compatible Apple device, we may share location information when it is helpful to resolve a delivery issue (for example, via Apple’s Find My sharing features).
- Not all location data can be shared in all circumstances, and AirTag data is supplemental to carrier tracking.
Privacy: We do not use AirTags to monitor customers. AirTags are intended to track the shipment during transit and recovery scenarios.
After delivery: If an AirTag is included, it may be:
- retrieved by us through a return/service process,
- disabled, or
- left in place unintentionally. If you discover an AirTag in packaging after delivery, contact us for next steps.

If something goes wrong, contacting us quickly is the fastest path to resolution.

A) Damage in transit

Report shipping damage within 48 hours of delivery.
Keep all packaging materials (box, padding, labels) until the claim is resolved.
We may require photos and/or a carrier inspection.

B) Package shows “Delivered” but you did not receive it

Report within 7 days of the delivery scan.
Check with household members, neighbors, building management, and any secure/package rooms.
We will assist with a carrier trace and may request a police report for theft claims in some circumstances.

C) Package is delayed or missing

If tracking shows no movement for an extended period, contact us and we will initiate a trace/claim as appropriate.

If a package is refused, returned, or undeliverable due to address issues:

Shipping charges are non-refundable.
We may deduct return shipping and any carrier fees from refunds.
Reshipment requires a verified address and payment of any additional shipping costs.

We take chargebacks seriously because they affect our ability to serve customers and keep pricing fair.

Please contact us first. Most issues can be resolved quickly through our support process.
If a chargeback is filed without giving us a reasonable chance to assist, we will contest it with documentation such as:
- carrier tracking and delivery confirmation (including signature records when used),
- shipment weight scans,
- packing documentation/photos,
- serial numbers and product identification records,
- communication logs and marketplace message history.
Orders that trigger fraud screening may be held, canceled, or refunded at our discretion.

To ensure your issue is resolved efficiently and to reduce delays caused by platform disputes:

If you purchased through Shopify or Reverb, start by contacting The Guitar Shop PGH directly using the contact info below.
If there is a shipping problem, we will provide the correct next steps and handle carrier claims where applicable.
Opening a platform claim before contacting us can slow resolution and may limit what remedies are available.

Verbal orders placed over the phone require that you contact us directly first to address any issues.

If your phone order was paid via a Shopify invoice/link or Reverb checkout, you must contact The Guitar Shop PGH before opening a dispute/claim through Shopify, Reverb, your card issuer, or any payment provider.
We will work with you to resolve shipping concerns (damage, loss, incorrect item, delivery exceptions) through the fastest appropriate channel.

For shipping help, delivery questions, or order verification, contact us:

The Guitar Shop PGH
Email: guitarshoppgh@gmail.com
Phone: 412.400.9396
Hours: 12-6 T-S

When contacting us, include the item, order number, and (if shipped) the tracking number.